Web-based interface

Email is received into a central inbox that is accessible over the Web. Staff can respond to email whether they are located in a contact centre, working from home, travelling or dispersed across regional offices.

Secure messaging

Divert email through a password-protected channel when handling sensitive information, allowing customers to log in and read responses at their personal message portal.

Specified response time

Set a turnaround time for email in accordance with your organization's Service Level Agreement. Any email unanswered after this time is referred automatically to a senior agent.

Correspondence history

All correspondence associated with an enquiry, whether through email or other channels, is collected in a single case history. This history is available to any agent working on the enquiry.

Email quarantine

Hold email to be checked by a senior agent before sending it to customers. You can create quarantine rules that stall email containing particular words or phrases.

Prewritten content libraries

Agents can paste canned replies or content from your knowledgebase into outgoing email. They can also send files as email attachments. File attachments may be uploaded and stored in the knowledgebase, where they are available to all agents regardless of location.

Captured responses

Agents' replies to customer enquiries can be saved in your knowledgebase. This makes them available to customers online, reducing the likelihood of having to answer the same questions again, and also supplies model answers for other agents.

Customization

Email forms incorporate any fields that you require, such as account data to help your agents resolve the enquiry or opt-in permissions for future mail campaigns. Our design team customizes the email templates so that all outgoing mail fits your branding.